Incident comments is not getting updated when someone from WATCHLIST replied to the email chain

[Al-jhon]

Hello everyone,

maybe you guys have an idea how to update or add the email reply from someone in the Watchlist as am additional comment?

Example:
Watchlist: A,B,C

User A: replied to the email chain and it will record in the incident as an email but it will not add as an additional comment.

How to add the reply from user A as an additional comment?

[SanjivMeher]

Check the inbound email action of the table. It should allow ideally.

[Al-jhon]

this is the inbound action:

Script: 

gs.include('validators');

if (current.getTableName() == "incident") {

    var gr = current;

    if (email.subject.toLowerCase().indexOf("please reopen") >= 0)

        gr = new Incident().reopen(gr, email) || gr;

    gr.comments = "reply from: " + email.origemail + "\n\n" + email.body_text;

    if (gs.hasRole("itil")) {

        if (email.body.assign != undefined)

            gr.assigned_to = email.body.assign;

        if (email.body.priority != undefined && isNumeric(email.body.priority))

            gr.priority = email.body.priority;

    }

    if (gr.canWrite())

        gr.update();

}

[SanjivMeher]

Can the user in watchlist login to ServiceNow and add additional comments to that incident. If not, you may have an ACL issue.

[Al-jhon]

@SanjivMeher no they cannot add additional comments. so that makes sense.